Frasers Hospitality has introduced an AI-powered solution built on Google Cloud to transform staff training and operational efficiency across its properties. The hospitality group, a strategic business unit of Frasers Property, manages serviced apartments and hotel residences in nearly 40 cities worldwide. With service quality being central to its brand reputation, the company is turning to artificial intelligence to modernise workforce enablement and streamline training processes.
Addressing complex training needs
As Frasers Hospitality expands, onboarding and developing new team members has become increasingly important. Frequent updates to in-room amenities, such as new coffee machines or washing appliances, add further complexity, requiring staff to learn new procedures. Manually updating standard operating procedures (SOPs) across multiple properties and languages is time-consuming, creating challenges in maintaining consistent training standards.
To address this, Frasers Hospitality joined Google Cloud’s AI Cloud Takeoff (AI CTO) programme and partnered with Kyndryl, a Google Cloud partner. Together, they built an AI-powered app using Google Cloud’s Firebase Studio, Vertex AI, and Gemini API. The app automatically analyses best practice training videos and generates SOP documents along with Business Process Model and Notation 2.0 (BPMN) flowcharts. Managers review these outputs before they are added to a knowledge base, where employees can access them as training modules. To support its multinational workforce, the app also integrates translation capabilities through Google Cloud’s Translation API.
The solution has been deployed first in Singapore and will be progressively introduced across Southeast Asia. The move strengthens Frasers Hospitality’s focus on delivering consistent service excellence and builds on its reputation for guest satisfaction.
A scalable approach to training
Ian Loe, Managing Director, Group Digital and Technology, Frasers Property, said: “With Google Cloud’s easy-to-use software components and its Gemini 2.5 Flash model performing exceptionally well without fine-tuning, we went from solution ideation to production in just six weeks. The ability to quickly generate and disseminate easy-to-digest procedural documents from videos has fundamentally reshaped our approach to training. It has enabled us to transition to a scalable and structured staff development programme that ensures a consistent guest experience across our hospitality portfolio. We’re also exploring its use in facilities management across our wider multi-asset class portfolio.”
Frasers Hospitality is also testing a new feature that transforms text-based SOPs into motion graphics with voiceovers. This pilot project is intended to enhance learning for staff by providing content in a more visual format. The initiative remains in its early stages, with a focus on practical application.
Google Cloud’s AI CTO programme
The initiative is part of Google Cloud’s AI CTO programme, which is run in collaboration with Digital Industry Singapore (DISG) under the government’s Enterprise Compute Initiative. The programme aims to establish AI Centres of Excellence (AI CoEs) within 300 digitally mature companies in Singapore. These centres will centralise AI-related resources, promote innovation, and ensure AI initiatives align with business goals while being implemented responsibly.
Each company participating in the programme works with a DISG-appointed Google Cloud-certified consultancy partner to build its AI CoE. They receive consultancy support, Google Cloud credits, and Google Cloud Skills Boost licences worth up to S$500,000. This funding supports the creation of at least one minimum viable product addressing a high-value AI use case. The programme is designed to help companies scale enterprise AI adoption, strengthen competitiveness, and unlock new revenue opportunities.
Applications are now open, with partners including Accenture, Deloitte, Kyndryl, NCS, NTT Data, CloudMile, PointStar, and others supporting the programme.
